Student Success Manager

• Nov 2019 - Present

Education Advising Coordinator

• Jul 2013 - Nov 2019

College of Social and Behavioral Sciences• Counsel online students within their first three terms on time management, academic progress, and effective use of Math, Writing, Science and Career Support Centers• Work with Deans, Chairs, and Faculty to resolve Student/Faculty escalated issues and grievances• Instruct new student orientation seminars and develop interactive workshops in effective online classroom navigation• Conduct graduation audits to identify registration errors, credit issues and prevent delayed graduation • Coordinate and manage online student/faculty engagement on the college’s social media • Liaise with business units such as Admissions, Registrar, Student Relations, Financial Aid and Education Advising Leadership to provide improved student satisfaction• Host chat sessions with online students regarding various student inquires and concerns• Coordinate and conduct training sessions on updates in Degree Plans, Compliance Guidelines, and Standard Operating Procedures

Academic Advising Manager

• Aug 2009 - Jul 2013

College of Public Services/Interdisciplinary Studies• Lead three teams totaling 80 Academic Advisors in effective delivery of products and services • Supervised Academic Advising teams in the achievement of individual and departmental goals• Managed student course registration, retention, quality assurance and matriculation • Conducted new hire interviews for effective placement of quality personnel• Developed and delivered various status reports to monitor team productivity • Calibrated and streamlined call monitoring practices and rubric to improve call quality• Designed training material and training sessions for effective dissemination of products and services• Developed staff through conducting regular team meetings, one to one coaching and training • Collaborated with leadership and internal departments to provide optimal resolution of student issues• Delivered annual performance reviews and quarterly team progress reports

Academic Development Specialist

• Mar 2009 - Aug 2009

• Designed new hire training materials and job aids to support efficient academic advising practices• Facilitated training sessions for Academic Advising staff to develop productivity• Coached and mentored Academic Advising staff for improved performance• Collaborated with Advising Managers in helping staff complete performance improvement activities• Conducted call quality evaluations for effective customer service by Academic Advising staff• Acted as Team Leader in the absence of Academic Advising Manager

Academic Advisor

• Feb 2007 - Mar 2009

• Provided online student support and customer service from post enrollment to graduation• Conducted outreach to welcome new students and assist with program acclimation• Counseled new and continuing online students in the achievement of satisfactory academic progress via inbound/outbound calls, chat, and email correspondence• Provided effective resolution to escalated student, faculty, and interdepartmental issues• Maintained key metrics including registration rates, retention, quality assurance and matriculation• Notated student files to ensure effective documentation and maintenance of student information• Processed student requests for change of program, course substitution, prerequisite waiver, degree audits, and withdrawal request